ELEMENTS

PERFORMANCECRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prevent interpersonal conflict situations.

1.1. Establish and maintain positive working relationships with others to minimise risk of conflict situations.

1.2. Recognise and monitor interpersonal conflict triggers to identify interpersonal conflict risks.

1.3. Assess interpersonal conflict risks and implement risk control strategies to prevent interpersonal conflict situations.

2. Respond to interpersonal conflict situations.

2.1. Monitor interpersonal interactions to identify interpersonal conflict situations.

2.2. Recognise and report interpersonal conflict situations outside scope of responsibility.

2.3. Assess interpersonal conflict situations within scope of responsibility to identify and select interpersonal conflict resolution strategies.

2.4. Implement interpersonal conflict resolution strategies to defuse and resolve interpersonal conflict situations.

3. Reflect on interpersonal conflict resolution, prevention and response.

3.1. Seek feedback from others to identify areas to improve own interpersonal interactions and interpersonal conflict response.

3.2. Reflect on own interpersonal interactions and interpersonal conflict response to identify areas for improvement.

3.3. Analyse findings and incorporate learnings in future interpersonal interactions and interpersonal conflict response.

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS

DESCRIPTION

Oral communication skills to:

ask open and closed questions and actively listen to prevent, defuse and resolve interpersonal conflict

speak clearly and firmly in a polite, professional and assertive manner with open and consistent body language

negotiate to defuse aggressive behaviour.

Numeracy skills to:

estimate risk.

Problem-solving skills to:

diagnose and respond to interpersonal conflict situations.

Teamwork skills to:

create a positive work environment.

Self-management skills to:

be objective, calm and non reactive in interpersonal conflict situations.